Cynthia Thiebaut
Ottawa,Canada
Summary
Dynamic Customer Support Specialist with a proven track record at Crawford Adjusters Canada, excelling in customer complaint resolution and call center operations. Recognized for enhancing customer satisfaction through effective communication and empathy, while efficiently managing complex issues. Proficient in Microsoft Excel, demonstrating strong organizational skills and a diligent work ethic.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Pizza Pizza LTD
01.2015 - 01.2021
- Responded to all incoming calls with a positive manner
- Provided information to customers and general inquiries
- Processing orders for customers
- Took appropriate action to ensure that customer issues are resolved satisfactory and in a timely manner.
- Follow internal company guidelines in regards to call handling
- Meet or exceed monthly performance targets including call quality, attendance and punctuality as well as call handle time
- Provided exceptional customer service to ensure customer satisfaction.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Support Specialist
Crawford Adjusters Canada
Ottawa, ON
05.2001 - 11.2003
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Investigated customer complaints regarding product quality or service rendered.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Consulted with customers regarding needs and addressed concerns.
- Recorded all customer interactions into the database system accurately and completely.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Processed customer account changes with proprietary software.
- Responded quickly to customer inquiries, needs and problems.
Education
Customer Service Excellence Certificate -
Algonquin College
Ottawa, ON04-2003
High School Diploma -
Rideau High School
Ottawa, ON06-1999
Skills
- Customer complaint resolution
- Cash register operation
- Customer service excellence
- Call center operations
- Pressure management
- Multi-tasking abilities
- Organizational skills
- Patience and empathy
- Diligence and work ethic
- Data entry proficiency
- Health insurance expertise
- Car insurance expertise
- Microsoft Word proficiency
- Microsoft Excel proficiency
- Microsoft PowerPoint proficiency
Related Experience
Pizza Pizza LTD, Customer Service Representative, 01/01/15, 12/31/21, Responded to all incoming calls with a positive manner, Provided information to customers and general inquiries, Processing orders for customers, Took appropriate action to ensure that customer issues are resolved satisfactorily and in a timely manner, Follow internal company guidelines in regards to call handling, Meet or exceed monthly performance targets including call quality, attendance and punctuality as well as call handle time
Languages
English
Professional
French
Limited
References
References available upon request.
Timeline
Customer Service Representative
Pizza Pizza LTD
01.2015 - 01.2021
Customer Support Specialist
Crawford Adjusters Canada
05.2001 - 11.2003
Customer Service Excellence Certificate -
Algonquin College
High School Diploma -
Rideau High School
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